Forum Discussion

richardyboy's avatar
richardyboy
Joining in
7 months ago

No confirmation of cancellation

Dear support staff,

I placed an order for a broadband package on 14-07-24. I changed my mind about the package and  called to cancel it on 16-07-24, this was the same day that I received the router in the post. I spoke to someone from customer services who informed me that he would process my request to cancel but I have not received any confirmation of this at all and so I have no evidence that I have asked to cancel the contract during the cooling-off period.

A recommendation I have seen in other posts is to check the 'my bills' section when logging into my virgin media account - I did this and clicked on 'my bill' but I just get an error message that says 'Something's not quite right.'

Can anyone help with sending an email or a message to my virgin media account to confirm that I have submitted a cancellation request within the cooling off period and therefore will not incur any charge?

I can supply you with my order reference and Virgin media account number.

Many thanks,
Richard

P.S. The person I spoke to also said I would receive something in the post in the next 7-10 days to return the equipment.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    7 months ago

    You can send your cancellation request by post to: Virgin Media, Sunderland, SR43 4AA

    Use recorded, signed for letter and submit all evidence of trying to cancel by phone etc. along with your details.

    You should get an acknowledgement of some sort with this.  As for the returns packaging, that should also turn up.  Mine didn't but I still had the original box the Hub came in, so it wasn't an issue.  Return via Yodel and keep all receipts etc.  Track via the Yodel app.